1. JetBlue Airways By: Amanda Albert & Mia Millevoi

2. Inside JFK Day of Crisis February 14 th, 2007 JFK International JetBlue Headquarters Stranded, Starving, Freezing 131,000 people affected (The New York Times, 2007)

3. “Wait and see” weather approach Dependence on reservations system Untrained emergency control center Poor communication system (Bailey, 2002)

4. Be quick, be accurate, be consistent David G. Neeleman, CEO Created Twitter account Public addressed on February 21 st Late call to Port Authority (Coombs, 2007)

5. (Jet Blue Airlines, 2012)

6. Public appearance on David Letterman -$42 million in revenue “We should have acted quicker” 2011 Pilot Breakdown Crisis (BloombergBusinessWeek, 2007)

7. 1.Planning & Preparation are crucial. 2. Timing is everything. 3. A crisis can make or break you.

8. Bailey, J. (2007, February 19). JetBlue’s CEO Is ‘Mortified’ After Fliers Are Stranded. The New York Times. Retrieved from http://www.nytimes.comhttp://www.nytimes.com Bloom, B. (2009, January). Crisis Management: What’s Your Strategy? Franchising World. Retreived from http://www.ebscohost.comhttp://www.ebscohost.com Coombs, T. (2007, October 30). Crisis Management and Communications. Institute for Public Relations. Retrieved from http://www.instituteforpr.orghttp://www.instituteforpr.org Hanna, J. (2008, March 31). JetBlue’s Valentine’s Day Crisis. HBS Working Knowledge. Retrieved from http://hbswk.hbs.edu/item/5880.htmlhttp://hbswk.hbs.edu/item/5880.html Jet Blue Airlines. (2012, August). Customer Protection. Retrieved from http://www.jetblue.com http://www.jetblue.com Jordan-Meier, J. (2011, August). Crisis Management. Leadership Excellence. Retrieved from http://search.proquest.com/docview/884215419?accountid=14270http://search.proquest.com/docview/884215419?accountid=14270